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The ITIL video training library provides students the capability to certify at the ITIL Expert level plus acquire the knowledge and skills to become a thought leader on both sides of the ITSM spectrum (planning & operations). This unique approach to training enables students to certify across multiple ITSM domains at a price point equal to or better than the price of one classroom program. Bundle license begins upon login to the first program. Classes include:

Licensing Options

Individual Library License

Student has access to all ITIL classes for the term of the license. Library license timer begins at first login.

180 Day License $1,395

360 Day License $1,995

30 Day License Extension $195

Team Library License

The multi-student shared library enables each team member (max 6) to select any 2 classes from the purchased library. In the case of the multi-student shared library each class will have a 30 or 60 day license which will begin at first login for each course.

Team License 30 – $1,995

Team License 60 – $2,595

30 Day License Extension $195

ITIL® Class Outlines

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Foundation Certification with Resource Guide

This CSME/Peoplecert accredited training program is targeted at IT and business professionals looking to become Foundation certified in the basics of ITIL and ITSM. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

Service Management as a practice (Comprehension)

Service Lifecycle (Comprehension)

Key Principles and Models (Comprehension)

Generic Concepts (Awareness)

Selected Processes (Awareness)

Selected Roles (Awareness)

Selected Functions (Awareness)

Technology and Architecture (Awareness)

ITIL Qualification scheme (Awareness)

Video Training Features

8 hours of instructor led video presentations,

Printable online student workbook & detailed resource guide

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification.

Credits Earned

2 ITIL Expert Credits

18 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Service Strategy (SS)

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Service Strategy practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. This qualification provides a complete overview of Service Strategy including all its related activities including how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

Introduction to service strategy

Service strategy principles

Service strategy processes

Governance

Organizing for service strategy

Technology considerations

Implementing service strategy

Challenges, critical success factors and risks.

Video Training Features

9 hours of instructor led video presentations,

Printable online student workbook

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

3 ITIL Expert Credits

22 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Service Design (SD)

This CSME/Peoplecert accredited training program for those seeking to achieve specialist certification in ITIL’s Service Design practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Design Book), training and examination components related to this certification:

Introduction to service design

Service design principles

Service design processes

Service design technology-related activities

Organizing for service design

Technology considerations

Implementation and improvement of service design

Challenges, critical success factors and risks.

Video Training Features

9 hours of instructor led video presentations,

Printable online student workbook

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

3 ITIL Expert Credits

22 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Service Transition (ST)

Download the course qualification & syllabusDownload the course outlineTest Drive our training programsClick Here for Exam InformationClick Here to Review our Step-by-Step Training Guide
This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Service Transition practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Transition Book), training and examination components related to this certification:

Introduction to service transition

Service transition principles

Service transition processes

Managing people through service transitions

Organizing for service transition

Technology considerations

Implementing and improving service transition

Challenges, critical success factors and risks.

Video Training Features

6 hours of instructor led video presentations,

Printable online student workbook

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

3 ITIL Expert Credits

22 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Service Operation (SO)

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Service Operation practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Operation Book), training and examination components related to this certification:

Introduction to service operation

Service operation principles

Service operation processes

Common service operation activities

Organizing for service operation: functions

Technology considerations

Implementation of service operation

Challenges, critical success factors and risks.

Video Training Features

6 hours of instructor led video presentations,

Printable online student workbook

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

3 ITIL Expert Credits

22 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Lifecycle – Continual Service Improvement (CSI)

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Continual Service Improvement practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Continual Service Improvement Book), training and examination components related to this certification.

Introduction to CSI

CSI principles

CSI process

CSI methods and techniques

Organizing for CSI

Technology considerations

Implementing CSI

Challenges, critical success factors and risks.

Video Training Features

4 hours of instructor led video presentations,

Printable online student workbook

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

3 ITIL Expert Credits

22 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capability – Operational Support & Analysis (OSA)

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Operational Support & Analysis practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Operation Book), training and examination components related to this certification.

The value to the business of OSA activities

How OSA activities support the service lifecycle

Optimizing service operation performance

How the processes in OSA interact with other service lifecycle processes

How to use OSA processes, activities & functions to reach operational excellence

Specific emphasis on the service operation lifecycle processes & roles included in:

Event management, which defines any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of an IT service

Incident management, which has the capability to bring services back to normal operations as soon as possible and according to agreed service levels

Request fulfilment, which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products

Problem management, which prevents problems and resulting incidents from happening,eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented

Access management, which grants authorized users the right to use a service while preventing access to non-authorized users.

Operational activities of processes covered in other lifecycle stages such as:

Change management

Service asset and configuration management

Release and deployment management

Capacity management

Availability management

Knowledge management

Financial management for IT services

IT service continuity management.

Organizing for service operation which describes roles and functions to be performed within the service operation and support such as service desk, technical management, IT operations management and application management.

Video Training Features

6.5 hours of instructor led video presentations,

Printable online student workbook

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

4 ITIL Expert Credits

38 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capability – Release, Control & Validation (RCV)

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Release, Control & Validation practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Operation & Transition Books), training and examination components related to this certification.

The importance of service management as a practice concept and service transition principles,

purpose and objective

The importance of ITIL release, control and validation while providing service

How all processes in ITIL release, control and validation interact with other service lifecycle processes

What are the processes, activities, methods and functions used in each of the ITIL release, control and validation processes

How to use the ITIL release, control and validation processes, activities and functions to achieve operational excellence

How to measure ITIL release, control and validation

The importance of IT security and its contributions to ITIL release, control and validation

The technology and implementation considerations surrounding ITIL release, control and validation

Change management as a capability to realize successful service transition

Service validation and testing as a capability to ensure the integrity and the quality of service transition

Service asset and configuration management as a capability to monitor the state of service, transition

Knowledge management as part of enhancing the on-going management decision support and service delivery capability

Challenges, critical success factors and risks associated with ITIL release, control and validation

Service Offerings & Agreements

Video Training Features

7 hours of instructor led video presentations,

Printable online student workbook

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

4 ITIL Expert Credits

38 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capability – Service Offerings & Agreements (SOA)

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Service Offerings & Agreements practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Strategy & Service Design Books), training and examination components related to this certification.

Overview of SOA processes and basic principles

The value to the business of SOA activities

How the SOA processes rely on a good business case

How the SOA processes rely on an understanding of return on investment (ROI)

Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:

Service portfolio management, which provides documentation for services and prospective services in business terms

Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint

Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place

Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented

Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management

Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations

Business relationship management, which ensures the customerâ€™s requirements are correctly identified

SOA roles and responsibilities

Technology and implementation considerations

Challenges, critical success factors and risks.

Video Training Features

5 hours of instructor led video presentations,

Printable online student workbook

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

4 ITIL Expert Credits

38 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capability – Planning Protection & Optimization (PPO)

This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Planning, Protection & Optimization practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Strategy & Service Design Books), training and examination components related to this certification.

Service design in PPO and lifecycle context

Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimization

Capacity management as a capability to realize successful service design

Availability management as a capability to realize successful service design

IT service continuity management as a capability to support overall business continuity management

Information security management as part of the overall corporate governance framework

Planning, protection and optimization roles and responsibilities

Technology and implementation considerations

Organizational roles relevant to PPO.

Video Training Features

7 hours of instructor led video presentations,

Printable online student workbook

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

4 ITIL Expert Credits

38 PDU Credits

Our Expert Trainer – Patrick Von Schlag- ITIL Expert

ITIL® Capstone – Managing Across the Lifecycle (MALC)

This CSME/Peoplecert accredited training program is for individuals seeking to take the final class to ITIL Expert. Candidates for this class must already hold the ITIL Foundation Certificate plus have obtained a further 15 credits from the ITIL Service Lifecycle track, the ITIL Service Capability track or a balanced selection from both ITIL Service Lifecycle and Service Capability qualifications. Documentary evidence of this must be presented to gain admission to this certification level. Candidates will gain competencies in the following areas upon successful completion of the reading (the 5 books of the ITIL Library), training and examination components related to this certification.

Introduction to IT Service Management Business & Managerial Issues

Managing the Planning and Implementation of IT Service Management

Management of Strategic Change

Risk Management

Managerial Functions

Understanding Organizational Challenges

Lifecycle Project Assessment

Understanding Complementary Industry Guidance

Video Training Features

12 hours of instructor led video presentations,

Printable online student workbook

Detailed Video Training Guide

Membership in our support community – My itSM Mentoring Community™.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

5 ITIL Expert Credits

38 PDU Credits

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